Messages metrics in chat analytics

Modified on: Fri, 28 Oct, 2022 at 12:59 PM

Chat analytics lets you learn from customer interactions, which gives actionable insights into your customer experience.

The three reporting modules in chat analytics are:

Conversations
Messages
Chat Availability

With this report, you can view the number of messages sent as a part of the conversation to avoid unnecessary lengthy conversations which in turn affect the resolution time.

Some of the other primary metrics you can get are:

Attribute name	Attribute type	Definition
Messages	Metric	Count of messages sent in an interaction
Message Type	Filter and Group by	The type of the message (private, system generated or normal)
Sent By	Filter and Group by	Nested: User (name), agent (name), API, BOT
Response Time	Metric	Time taken by the agent to send a response after last message from user
Sent At	Filter and Group by	Timestamp when the message was sent